Knowledge Base on JIRA service Desk

[Andrej Kavcic]

Hi, 

Does JIRA Service Desk licence comes with an integrated Knowledge Base for JIRA agents, or is a separate Confluence licence required?

thank you for your answer, 
Andrej

[Nic Brough -Adaptavist-]

You need a separate Confluence licence. 

Although you don't need to match numbers.  For example, I know of a site with 10,000 customers (free), 500 Jira users including 10 Service Desk Agents, and 100 Confluence licences (10 for the Agents to do KB work, and the other 90 used by people writing docs)

[Andrej Kavcic]

Hi, 

thank you for the answer. 

Are customers free to use confluence?

Regards, 

Andrej

[Nic Brough -Adaptavist-]

Only for the knowledge base spaces they get access through Jira Service Desk.

[Andrej Kavcic]

so is it possible to get 50 licences for Service Desk and use 10 of those for confluence? 

[Nic Brough -Adaptavist-]

No.

You need 50 licences for JSD (although I'd take a look at that - do you really want 50 Agents?  Or is it more like 50 developers for Jira stuff, and maybe 5 agents?), and then 10 licences for Confluence for the people creating and editing pages.

[Andrej Kavcic]

What I actually need is 25-50 licenses for help desk use, and out of those help desk agents I want some of them to be able to edit and maintain a knowledge base for both agents of help desk and customers (internal and external use). 

If I understand correctly I need to acquire separate licences for Service desk and confluence, but can I use same agents for both roles, or do I need to create separate profiles?

In example I want to be able to support customers as an help desk agent but at the same time be able to write articles for the knowledge base, all with the same user account?

Thanks

[Nic Brough -Adaptavist-]

Yes, I think you have it right - 25 or 50 Agents for JSD, plus 10 or maybe 25 Confluence users.

If you set up Jira and Confluence to use the same user directory, this becomes very easy to manage as well - you could have a group called "KB Author" which is used for write access on Confluence and Agent access in JSD, and another group which only allows Agent access on JSD.

[Andrej Kavcic]

Thank you wary much for clarifying this. 

Kind regards, 

Andrej